Complaints procedure
Your Voice Heard, Your Concerns Resolved
At Pure Retirement each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service always. Once we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner.
How to raise a complaint
Please let us know if you have had a negative experience so that we may have the opportunity to rectify the situation.
Contact us through your usual representative listed on your lifetime mortgage plan, call 0113 366 0599, or email us customerfeedback@pureretirement.co.uk here.
Complaints procedure
Step 1
We will acknowledge your complaint within 5 working days of receipt of your complaint.
Step 2
We will investigate your complaint and keep you informed of the progress of your complaint and the measures which are being taken for the complaint's resolution.
Step 3
We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
Step 4
If more than 8 weeks from the date of your complaint have passed, and you haven't received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR
www.financial-ombudsman.org.uk*
*You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
If you have any concerns or questions, please call us on 0113 3660 599.